Andy Heinzer Atlassian Team

Hi Ben, I understand that you have seen some user accounts within Atlassian Cloud that appear to have changed in their account ID number. In this particular case, I would recommend creating a technical support case with us. That way we can gather the proper ids, email addresses, etc so that we can better understand the…

Hi Ken, I see that you have a support case for this over in https://getsupport.atlassian.com/servicedesk/customer/portal/48/PCS-187273 I recommend working with our support team there to determine if this problem is specific to your cloud environment.

@Melanie Hubert I found both accounts had a suppression on them. I have cleared this for both accounts and all users on your domain. I found the following bounce responses for each account: 2023-06-14T09:24:08.000Z m*************@g********.de bounce 550 Address invalid (ID:550:1:1 (mi016.mc1.hosteurope.de)) 2023-05-25…

Hi Ken, I think I see a problem with the way you are encoding credentials here. Please refer to our documentation in Basic auth for REST APIs. You code seems to be using this line: $encodedCreds = [System.Convert]::ToBase64String([System.Text.Encoding]::ASCII.GetBytes($pair)) When I think instead it should look like this:…

Hi @João Fonseca There was a bounce message to that address with a response of 550 5.1.1 Address does not exist. NJw86A99kuKB at the time of 2023-06-15T19:49:28.000Z The suppression has since been cleared for that address. Try to resend the verification now. You should be able to receive it now. Regards, Andy

@Adam Gołaszewski I'm afraid my previous answer is a bit dated now. Since that time, the knowledge base integration in JSM Cloud has changed and added some new features. At the time, there was only a single space allowed to be integrated on a per project basis. However in JSM Cloud today, it's possible to link multiple…

Hi @Cristopher Fasolin The response we saw from your mail server for two different bounces has been: 2023-06-02T00:35:31.000Z554 ERR - IP 156.70.150.19 DOESN'T MATCH SENDER DOMAIN SPF RECORD2023-06-01T10:41:53.000Z554 ERR - IP 156.70.150.17 DOESN'T MATCH SENDER DOMAIN SPF RECORD From checking with my mail team, the belief…

Hello @Darius I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-884394 I believe our support team will want to take a closer look at your site in order to investigate this discrepancy further. If you can approve the data access request in that link, it…

Hi @kc_ray Sorry to hear about this problem. There was an incident during this time period that likely affected this. We tracked this over in https://jira-software.status.atlassian.com/incidents/yrv286qyldpr At this time the new user imports/product activations should be functioning normally again. Sorry for the…

Hi @Brittney Dahl I found there was a bounce email to your address. The SMTP server responded with: 2023-05-30T13:17:26.000Zdo-not-reply@trello.comb*******@h**************.combounce550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for…

Hi everyone, Yes, our automation services were affected by an AWS outage yesterday. As mentioned we tracked this outage over in https://jira-software.status.atlassian.com/incidents/g84s6dz9frd0 Sorry for the inconvenience here.

Hi @Seosaph Infotech I found there appears to have been a suppression to several accounts on your domain. I have cleared this from our side. However there has been an SMTP response when trying to send mail to users on your domain of: 421 4.4.0 [internal] no mail servers for this domain could be reached at this time If this…

Hi @Lisa Labitzke I found there was a bounced message to your account: 2023-05-25 08:33:17.148li********@g********.debounce550 Address invalid (ID:550:1:1 (mi015.mc1.hosteurope.de)) This likely caused our system to add your email address to a suppression list we maintain. I have removed your email from that list. You…

Hi @Cristopher Fasolin Thanks for reporting this. From looking at the response it appear that the destination mail server doesn't recognize the IP address we used to send that email as being within our SPF records. I am reaching out to my internal mail team to confirm that our SPF records are setup correctly here. I'll…

Hi @Masayo Ozawa I checked our logging here. From what I can see, in the last 30 days our Cloud services have sent 116 messages to your account. All of these are marked as delivered according to our logging. We are not seeing any SMTP bounce or delay messages that might account for this behavior. I would recommend that you…

Hi @Deborah Allen I can see that both of these users are receiving email from your Jira Cloud site. There are no bounced or delayed messages coming from the destination SMTP server as can sometimes happen. Are you sure these are the correct addresses of these end users? Because from what I can see these users have both…

@Deborah Allen I took a closer look at your site, however I am not able to locate any existing or invited users that haven't received mail from us recently. Could you please provide the specific email addresses of the invited users? With that information I can investigate this further. I can also edit your post to remove…

Hi @Hakmar Express Bilgi Teknolojileri I found that there was a suppression on our side for your email address. I have removed this. Please try again, you should now be able to receive these kinds of emails from our services. Regards, Andy

Hi @patricio ventura I understand that you did not receive a registration or verification email from our services during signup. Sometimes our system can suppression these messages if there has been a prior bounced message from an SMTP server to that address. However from looking at your account, I don't see any messages…

Hi @Jamie Adler I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-880555 Please approve our request for data access there so that our support team can investigate this further. Thanks for flagging this to us @Trudy P Claspill !

@rassvet85 Sorry for the inconvenience, but thanks for the report. I've created an internal ticket with my abuse team to take these down.

Hi @Anderson Ueda Yes, both of these addresses were on a suppression list. I have removed these from the suppression. These users should now be able to receive any new notifications from this point forward. Please let us know if that is not the case. Regards, Andy

@Elisa Miller From what I can see, there was mail delivered to your address from trello today. But I don't have any other recent records for your account, nor do I see any for the other email address. Speaking with one of my support colleagues, Trello only maintains these email log records for 10 days. Perhaps the original…

Hi @Elisa Miller I do not see any bounces for your email address, nor for any users on your domain. Could you let me know which product (Jira, Trello, Confluence, Bitbucket, Statuspage, etc) you are using that you are expecting to receive notifications from? It might also help if you could let me know the specific email…

Hi @Adaeze_Jude_HEROCODERS Please don't promote your app solution within this thread. This thread is specifically reporting a 500 error within some Atlassian Cloud sites. For these sites we have created a support case to address these problems. Please review our Atlassian Community online guidelines for Marketplace and…

Hi @Alexandra Simpkin I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-879597 I expect that we will need to include one of your site-admins so that they can grant us data access to investigate the cause further here. Someone from our support team will reach…

Hi @Gina Garrett Sorry to hear about this problem, I understand there is a 500 error when trying to run this report. I have not been able to reproduce this so far, nor have I come across prior reports of this behavior. In order for us to investigate this further, I have created a support case on your behalf over in…

Our logging in this area doesn't go back far enough for me to determine the original error. However typically what happens is that one of the notifications sent from our system was bounced by your SMTP mail host. When our system receives a bounce response from a destination mail server, that address commonly gets added to…

Thanks for that info. I found that there was a suppression on that email account. I have removed this from our side. Any new notifications should now be delivered to your mail server.

@devpcz I just got an update from my anti-abuse team, these sites have been deactivated. If you continue to see any spam coming from one of our Cloud sites, please let us know. Thanks for reporting this. Sorry for the inconvenience here. Andy